GET /v1/tickets/{ticket_id}

One ticket, with its history.

One ticket, with its history: every change made to it, by whom and when — in the panel, by an AI agent or through the API.

Needs the tickets:read scope.

Path parameters

Field	Type	Required	Notes
ticket_id	string	Yes	The ticket’s id.

Request

cURL

curl "https://api.fireflo.au/v1/tickets/b84f2c10-5e7a-4c3d-9a61-0f2d7e9c4a18" \
  -H "Authorization: Bearer $OMNI_API_KEY"

Response

200 OK

{
  "id": "b84f2c10-5e7a-4c3d-9a61-0f2d7e9c4a18",
  "number": 1042,
  "subject": "Order A-1042 not delivered",
  "status": "open",
  "priority": "high",
  "assignee": {
    "name": "Priya Nair",
    "email": "[e-mail]"
  },
  "category": {
    "id": 4,
    "name": "Delivery",
    "colour": "info"
  },
  "contact": {
    "id": "3f6b2a1e-8c4d-4e2a-9b7f-5d1c0e8a9f42",
    "name": "Asha Rao",
    "phone": "[phone]"
  },
  "conversation": "3f6b2a1e-8c4d-4e2a-9b7f-5d1c0e8a9f42",
  "source": "inbound",
  "handled_by": "human",
  "resolution": "",
  "summary": "",
  "opened_at": "2026-10-06T09:02:17+05:30",
  "first_response_at": "2026-10-06T09:08:40+05:30",
  "last_activity_at": "2026-10-06T10:15:03+05:30",
  "solved_at": null,
  "closed_at": null,
  "history": [
    {
      "kind": "opened",
      "detail": "",
      "by": "",
      "at": "2026-10-06T09:02:17+05:30"
    },
    {
      "kind": "assigned",
      "detail": "Priya Nair",
      "by": "Rahul Mehta",
      "at": "2026-10-06T09:05:52+05:30"
    },
    {
      "kind": "category",
      "detail": "Delivery",
      "by": "Priya Nair",
      "at": "2026-10-06T09:08:12+05:30"
    },
    {
      "kind": "priority",
      "detail": "high",
      "by": "API · Order sync",
      "at": "2026-10-06T10:15:03+05:30"
    }
  ]
}

The ticket

Field	Notes
id	The ticket’s id.
number	Its number, counting up across the account — #1042 in the panel.
subject	What it is about.
status	open, pending, solved or closed.
priority	normal, high or urgent.
assignee	{name, email} of the team member it is assigned to, or null.
category	{id, name, colour}, or null.
contact	{id, name, phone} — who it is with.
conversation	The conversation it lives in, by the id /v1/conversations uses: the contact’s id.
source	How it started: inbound (the customer wrote), broadcast_reply, staff (started by the team or through the API), agent (started by an AI agent) or backfill (an earlier conversation).
handled_by	Who has answered so far: ai, human, both, or empty for nobody yet.
resolution	How it was solved: ai, human, no_reply (the customer didn’t answer), or empty while unsolved.
summary	A summary an AI agent wrote when it handed over or solved it; empty otherwise.
opened_at, first_response_at	When it opened, and when the team or an AI agent first answered.
last_activity_at	The latest message, note or status change.
solved_at, closed_at	When it was solved and closed, or null.

Its history

history lists its changes, oldest first, each {kind, detail, by, at}:

kind	Means
opened	It opened.
status	Its status changed; detail is the new one.
reopened	A solved ticket opened again.
assigned	Its assignee changed; detail is their name, or nobody.
priority	Its priority changed; detail is the new one.
category	Its category changed; detail is its name, or none.
subject	Its subject changed.

by names who made the change — a team member, an AI agent, API · and the key’s name, or why OMNI made it (“No reply in 3 days”).

Errors

Every refusal is {"error": {"code", "message", "field"}}; field is there when one input is at fault.

Status	Error code	When
404	not_found	No ticket has that id on this account.
404	module_off	The account’s plan doesn’t include Tickets.
403	scope_missing	The key doesn’t have the tickets:read scope.

Any request can also be refused for its key, its account or its rate (key_required, invalid_key, account_suspended, plan_excludes_api, address_not_allowed, rate_limited); see the overview.